This team is more like a human-automated machine. They are responsible for receiving calls more like customers calling in about
updates to their accounts. They are there to make sure the customers are transferred to the correct department to lessen the burden
of our clients in waiting in the queue.

Renaming, Processing, and Uploading the correspondence documents
Cross off List
EC, CAC, CJC, Correspondence Task List
SAM Settlement Genie Task List- This is the task with the Creditor mentioned: to send the SETTLEMENT AGREEMENT GENIE LETTER to the client to get them signed when we receive any offer to settle any particular account.
Sending SL- Settlement letter, STIPS- Stipulation Agreement Letters, and LFLOs- Letter from Law office to DM/CM/Team DM
Podding’s (Sending Dunning Letters)
Email Handling

Generating Settlement Offers and submitting them to creditors
We receive the Scrub files with the details like Client ID#, Client Name, Current Creditor Name & Account, Original Creditor Name & Account number, Offer percentage, and Term Plan
Based on the details from the creditors, we need to generate the settlement offers per the terms and conditions, which are different for each creditor
We need to check which settlement offer will work and which term plan will suit the available balance and ongoing other settlement payments and fees
All this must be done in the Debt-manager CRM, linked with the Client’s GLOBAL BANK account
Once we are ready with our settlement, we need to generate a new excel file with the Offer details and send it to creditors to get their approval to settle those accounts accordingly

Reconciliation
Updating Trackers (Negotiation/Daily Leader Board, Team Stats, Liquidation)
Task Cleaning
Renaming, Uploading & Processing:
Settlement Letters
Settlement in full Letters
STIPs
Replacement Letters
Running Files Through Importer
Assigning Files to CM
Removing & Identifying Duplicates
Downloading & Sending Fax for POA/ATC

Responding to Clients via Textify and Blue Rock; Sending Review Text. It is a Customer Support service.
Textify – We receive requests from clients via the CHAT tool, Textify. Need to reply to clients as per the request.
BR – We receive requests from clients via the CHAT tool BlueRock. Need to reply to clients as per the request.
Below are examples of the request we receive from clients:
Clients send in documents to get them uploaded to their accounts. Either those are the recent statements or any other documents
Clients can request to add any new Credit Card/Loan account to add in their program to get them settled
Clients can request to modify the payment dates or amounts
Clients may request general information about their settlement program

Sending GRAD PACKAGES to Clients – These are the settlement agreement related documents that we need to share with the client when the payment is all paid
CXL – Cancellation of Account
GRADs – Graduate the account (Audit of the account)
NSF – Non Sufficient Fund
Postings – Posting of Payment Data

Processing Payments to Creditors via Phone Pay, Mail Pay, Direct Pay, Email Pay, and Online Pay
We receive tasks to set up the payments for the accounts we have received the Settlement Letters from the Creditors
Every Creditor has a different payment mode to accept payments
As per the Creditor, we choose the Payment methods, ie. Phone Pay, Mail Pay, Direct Pay, Email Pay, and Online Pay
After checking all the details in the letter and the available balance in the client’s bank account, we need to process the payments:
Phone Pay – In this, we need to set up the payment and add a task to the PC Payment department so that they can call the
creditor and verify the payments
Email Pay – In this, we need to email the payment setup to the creditor directly to get the payments verified
Direct Pay – In this, we can directly set up the ACH withdrawals from the client’s bank accounts to the creditors
Mail Pay – In this, we need to set up the payment and choose the Manual Check to get them mailed to Creditors
Online Pay – In this, we directly set up the payment and can pay online on the creditor’s website